The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.
|
1. A system for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the system comprising:
a first server for recording a telephonic communication between a customer and an agent;
a module for processing said telephonic communication into a plurality of computer telephony interpretation events; and
a module for analyzing said plurality of computer telephony interpretation events and classifying said plurality of computer telephony interpretation events into a first type and a second, different type.
8. A method for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the method comprising the steps of:
recording, with a processor, onto a non-transitory computer readable medium a telephonic communication between a customer and an agent;
processing said telephonic communication into a plurality of computer telephony interpretation event;
analyzing said plurality of computer telephony interpretation event; and
classifying said plurality of computer telephony interpretation event into types a first type and a second, different type.
15. A method for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the method comprising the steps of:
recording, with a processor, onto a non-transitory computer readable medium a telephonic communication between a customer and an agent;
processing said telephonic communication into a plurality of computer telephony interpretation events;
analyzing said plurality of computer telephony interpretation event;
classifying said plurality of computer telephony interpretation event into a first type and a second, different type;
processing said telephonic communication into constituent voice data;
analyzing said constituent voice data to form communication objects;
classifying the communications objects into types; and
forming segments of communications objects based on said classifying.
2. The system of
3. The system of 1 further comprising:
a module for classifying at least one of the plurality of computer telephony interpretation events as negotiations.
4. The system of
a module for determining the number of computer telephony interpretation events classified as negotiation; and
a module for determining a negotiation strength indicator based on the number of computer telephony interpretation events classified as negotiation.
5. The system of
6. The system of
7. The system of
9. The method of
10. The method of
11. The method of
determining the number of computer telephony interpretation events classified as negotiation; and
determining a negotiation strength indicator based on the number of computer telephony interpretation events classified as negotiation.
12. The method of
determining the average number of computer telephony interpretation events classified as a negotiation over a period of time for the contact center; and
comparing the average number of computer telephony interpretation events classified as a negotiation and the number of computer telephony interpretation events classified as a negotiation.
13. The method of
14. The method of
processing said telephonic communication into constituent voice data;
analyzing said constituent voice data to form communication objects;
classifying the communications objects into types; and
forming segments of communications objects.
16. The method of
17. The method of
18. The method of
determining a number of computer telephony interpretation events classified as negotiation; and
determining a negotiation strength indicator based on the number of computer telephony interpretation events classified as negotiation.
19. The method of
determining the average number of communications objects classified as a negotiation over a period of time for the contact center; and
comparing the average number of communications objects classified as a negotiation and a number of events classified as a negotiation.
20. The method of
|
|||||||||||||||||||||||||||||
The present invention claims priority to U.S. Provisional Patent Application No. 60/976,350, filed Sep. 28, 2007.
The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.
It is known to utilize telephone call centers to facilitate the receipt, response and routing of incoming telephone calls relating to customer service, retention, and sales. Generally, a customer is in contact with a customer service representative (“CSR”) or call center agent who is responsible for answering the customer's inquiries and/or directing the customer to the appropriate individual, department, information source, or service as required to satisfy the customer's needs. It is also known to utilize a web based system to facilitate requests and inquiries related to customer service.
At the contact center, a customer is in contact with a customer service representative (“CSR”) or CSR agent who is responsible for answering the customer's inquiries and directing the customer to the appropriate individual, department, information source, or service as required to satisfy the customer's needs. At the contact center, the customer may also enter into an automated self-service system such as, for example, an interactive voice response (“IVR”) system. In an IVR system, the customer speaks to the IVR system directly and has the call processed accordingly. It is also well known to provide self-service systems such as an Internet web-based system to transmit inquiries and identify possible solutions.
It is also known to monitor calls between a customer and a call center agent. Accordingly, call centers typically employ individuals responsible for listening to the communication between the customer and the agent. Many companies have in-house call centers to respond to customers complaints and inquiries. In many case, however, it has been found to be cost effective for a company to hire third party telephone call centers to handle such inquiries. As such, the call centers may be located thousands of miles away from the actual sought manufacturer or individual. This often results in use of inconsistent and subjective methods of monitoring, training and evaluating call center agents. These methods also may vary widely from call center to call center.
While monitoring such calls may occur in real time, it is often more efficient and useful to record the call for later review. Information gathered from the calls is typically used to monitor the performance of the call center agents to identify possible training needs. Based on the review and analysis of the communication, a monitor can make suggestions or recommendations to improve the quality of the customer interaction.
Accordingly, there is a need in customer relationship management (“CRM”) for tools useful for breaking down a communication between a-customer and a CSR into objects and segments that may be classified into categories for analysis. It is further desirable to determine from these classified segments (i.e., type of segment) how much aggregate time is spent on “non-business” conversation between a customer and a CSR at the contact center. It is further desirable to determine the “business focused” communication objects and segments in a sales or collections situation, and determine if the communication is related to a negotiation. It is further desirable to determine the strength of the negotiation by the CSR based on the identified negotiation segments.
For most calls received by a contact center, the initial portion of the communication between a customer and the CSR is related to “setup” to determine who the customer is and validating their identity. Accordingly, it is desirable to determine communication objects and segments related to setup to determine the ratio of time related to setup as a function of the entire communication. It is further desirable to determine the amount of time spent by CSRs of a contact center on the setup process for a plurality or substantially all communications.
The present invention is provided to solve the problems discussed above and other problems, and to provide advantages and aspects not provided by prior systems of this type. A full discussion of the features and advantages of the present invention is deferred to the following detailed description, which proceeds with reference to the accompanying drawings.
One example of the detailed description relates to a method for analyzing a telephonic communication between a customer and a contact center. The method comprises separating a telephonic communication into at least first constituent voice data and second constituent voice data. One or more of the first and second constituent voice data is analyzed. This analysis includes translating one of the first and second constituent voice data into a text format. The one or more of the first and second constituent voice data as a first classification type or a second classification type are identified. A first segment is formed from one or more of the data identified as the first communication type, and a second segment is formed from one or more of the data identified as the second communications type. A segment type of the first segment, the second segment, or the first and second segment may then be identified.
Identifying the classification type may include identifying the data as setup, information exchange, miscommunication, non-interaction, conversation, or positive comment, or any combination thereof.
The first segment, second segment, or first and second segment of the communications may be identified as negotiations when the first segment type or the second segment type is classified as information exchange.
The exemplary method may include determining the number of negotiation segments, and determining the negotiation strength of the telephonic communication based on the number of negotiation segments. The method may further comprise determining the average number of negotiation segments for a contact center for a predetermined period of time and a predetermined number of telephonic communications with customers.
The exemplary method may further include determining the duration of the segments identified as setup that determine the identity of the customer. The method may include determining the ratio of the duration of the identity of the customer segments to the total duration of the telephonic communication between the customer and the contact center.
The exemplary method may further comprise determining non-interaction duration between the customer and the contact center during the telephonic communication. This may be determined by assessing whether the customer has been placed on hold by the contact center.
The exemplary method may further comprise determining the increased duration of the telephonic communication because of customer distress.
The exemplary method may further comprise determining the duration of the telephonic communication spent identifying the customer's need before transferring the telephonic communication within the contact center.
The exemplary method may further comprise determining a problem solving interaction duration between customer and the contact center.
In addition, the exemplary method may further comprise determining an average call length for telephonic communications between a plurality of customers and the contact center.
The exemplary method may further comprise determining a sequence number for the first segment or the second segment, or the first segment and the second segment.
The exemplary method may further comprise determining the duration of the first segment, the second segment, or the first segment and second segment.
In addition, the method may further comprise determining a emotional direction vector for the first segment, second segment, or first and second segment. The emotional direction vector may be positive, negative, or neutral.
The exemplary method may further comprise determining the topic of the first segment, second segment, or first and second segments. The determined segment topic may be an information exchange. In determining the segment topic, the personality type of the customer may be determined.
The exemplary method may further comprise where the telephonic communication is received in digital format and the step of separating the communication into at least a first and second constituent voice data comprises the steps of: identifying a communication protocol associated with the telephonic communication; recording the telephonic communication to a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and, separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.
The exemplary method may further comprise applying a predetermined linguistic-based psychological behavioral model to the translated one of the first and second constituent voice data, the applying step comprising the steps of: mining the translated voice data by automatically identifying at least one of a plurality of behavioral signifiers in the translated voice data, the at least one behavioral signifier being associated with the psychological behavioral model; and, automatically associating the identified behavioral signifiers with at least one of a plurality of personality types associated with the psychological behavioral model; and, generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.
The disclosure also encompasses program products for implementing the method outlined above. In such a product, the programming is embodied in or carried on a machine-readable medium.
Other features and advantages of the invention will be apparent from the following specification taken in conjunction with the following drawings.
To understand the present invention, it will now be described by way of example, with reference to the accompanying drawings in which:
While this invention is susceptible of embodiments in many different forms, there is shown in the drawings and will herein be described in detail preferred embodiments of the invention with the understanding that the present disclosure is to be considered as an exemplification of the principles of the invention and is not intended to limit the broad aspect of the invention to the embodiments illustrated.
Referring to
Process descriptions or blocks in figures should be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps in the process. Alternate implementations are included within the scope of the embodiments of the present invention in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those having ordinary skill in the art.
Generally, in terms of hardware architecture, as shown in
The processor 16 may be a hardware device for executing software, particularly software stored in memory 18. The processor 16 may be any custom made or commercially available processor, a central processing unit (CPU), an auxiliary processor among several processors associated with the computer 12, a semiconductor based microprocessor (in the form of a microchip or chip set), a macroprocessor, or generally any device for executing software instructions. Examples of suitable commercially available microprocessors are as follows: a PA-RISC series microprocessor from Hewlett-Packard Company, an 80×8 or Pentium series microprocessor from Intel Corporation, a PowerPC microprocessor from IBM, a Sparc microprocessor from Sun Microsystems, Inc., or a 68xxx series microprocessor from Motorola Corporation.
The memory 18 may include any one or a combination of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)) and nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, etc.). Moreover, memory 18 may incorporate electronic, magnetic, optical, and/or other types of storage media. The memory 18 may have a distributed architecture where various components are situated remote from one another, but can be accessed by the processor 16.
The software in memory 18 may include one or more separate programs, each of which comprises an ordered listing of executable instructions for implementing logical functions. In the example of
The control system 14 may be a source program, executable program (object code), script, or any other entity comprising a set of instructions to be performed. When a source program, the program needs to be translated via a compiler, assembler, interpreter, or the like, which may or may not be included within the memory 18, so as to operate properly in connection with the O/S 24. Furthermore, the control system 14 may be written as (a) an object oriented programming language, which has classes of data and methods, or (b) a procedure programming language, which has routines, subroutines, and/or functions, for example but not limited to, C, C++, C# (C Sharp), Pascal, Basic, Fortran, Cobol, Perl, Java, and Ada. The I/O devices 20 may include input devices, for example but not limited to, a keyboard, mouse, scanner, microphone, touch screens, interfaces for various medical devices, bar code readers, stylus, laser readers, radio-frequency device readers, etc. Furthermore, the I/O devices 20 may also include output devices, for example but not limited to, a printer, bar code printers, displays, etc. Finally, the I/O devices 20 may further include devices that communicate both inputs and outputs, for instance but not limited to, a modulator/demodulator (modem; for accessing another device, system, or network), a radio frequency (RF) or other transceiver, a telephonic interface, a bridge, a router, etc.
If the computer 12 is a PC, server, workstation, PDA, or the like, the software in the memory 18 may further include a basic input output system (BIOS) (not shown in
When the computer 12 is in operation, the processor 16 is configured to execute software stored within the memory 18, to communicate data to and from the memory 18, and to generally control operations of the computer 12 pursuant to the software. The control system 14 and the O/S 24, in whole or in part, but typically the latter, are read by the processor 16, perhaps buffered within the processor 16, and then executed.
When the control system 14 is implemented in software, as is shown in
Where the control system 14 is implemented in hardware, the control system 14 may be implemented with any or a combination of the following technologies: a discrete logic circuit(s) having logic gates for implementing logic functions upon data signals, an application specific integrated circuit (ASIC) having appropriate combinational logic gates, a programmable gate array(s) (PGA), a field programmable gate array (FPGA), etc.
The present invention may be implemented in one or more modules using hardware, software, and/or a combination of hardware and software. Specifically, the individual functions of the present invention may be implemented as one or more modules, each module having one or more particular functions and/or purposes to carry out the one or more features of the embodiments of the present invention.
In an exemplary embodiment, the one or more modules may include one or more executable programs or portions of one or more executable programs comprising one or more sets of instructions to be performed by the control system 14. Although the invention is described in terms of a plurality of functions, it should be noted that the individual functions of the embodiments described herein may be implemented in only one or a plurality of modules. A module, therefore, may include one or more functions, as described herein.
The method of the present invention is configured to postpone audio compression until analysis of the audio data is complete. This delay allows the system to apply the analytic tools to a truer and clearer hi-fidelity signal. The system employed in connection with the present invention also minimizes audio distortion, increases fidelity, eliminates gain control and requires no additional filtering of the signal.
As shown in
The telephonic communication 2 being analyzed may be one of numerous calls stored within a contact center server 12, or communicated to a contact center during a given time period. Accordingly, the present method contemplates that the telephonic communication 2 being subjected to analysis is selected from the plurality of telephonic communications. The selection criteria for determining which communication to analyze may vary. For example, the communications coming into a contact center can be automatically categorized into a plurality of call types using an appropriate algorithm. For example, the system may employ a word-spotting algorithm that categorizes communications 2 into particular types or categories based on words used in the communication. In one embodiment, each communication 2 is automatically categorized as a service call type (e.g., a caller requesting assistance for servicing a previously purchased product), a retention call type (e.g., a caller expressing indignation, or having a significant life change event), or a sales call type (e.g., a caller purchasing an item offered by a seller). In one scenario, it may be desirable to analyze all of the “sales call type” communications received by a contact center during a predetermined time frame.
Alternatively, the communications 2 may be grouped according to customer categories, and the user may desire to analyze the communications 2 between the call center and communicants within a particular customer category. For example, it may be desirable for a user to perform an analysis only of a “platinum customers” category, consisting of high end investors, or a “high volume distributors” category comprised of a user's best distributors.
In one embodiment the telephonic communication 2 is a telephone call in which a telephonic signal is transmitted. As many be seen in
When analyzing voice data, it is preferable to work from a true and clear hi-fidelity signal. This is true both in instances in which the voice data is being translated into a text format for analysis, or in instance in which an analysis model is being applied directly to an audio waveform, audio stream or file containing voice data.
The PBX switch 205 may provide an interface between the PSTN 203 and a local network. The interface may be controlled by software stored on a telephony server 207 coupled to the PBX switch 205. The PBX switch 205, using interface software, may connect trunk and line station interfaces of the public switch telephone network 203 to stations of a local network or other peripheral devices contemplated by one skilled in the art. The PBX switch may be integrated within telephony server 207. The stations may include various types of communication devices connected to the network, including the telephony server 207, a recording server 209, telephone stations 211, and client personal computers 213 equipped with telephone stations 215. The local network may further include fax machines and modems.
Generally, in terms of hardware architecture, the telephony server 207 may include a processor, memory, and one or more input and/or output (I/O) devices (or peripherals) that are communicatively coupled via a local interface. The processor may be any custom-made or commercially available processor, a central processing unit (CPU), an auxiliary processor among several processors associated with the telephony server 207, a semiconductor based microprocessor (in the form of a microchip or chip set), a macroprocessor, or generally any device for executing software instructions. The memory of the telephony server 207 may include any one or a combination of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)) and nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, etc.). The telephony server 207 may further include a keyboard and a mouse for control purposes, and an attached graphic monitor for observation of software operation.
The telephony server 207 may incorporate PBX control software to control the initiation and termination of connections between stations and via outside trunk-connections to the PSTN 203. In addition, the software may monitor the status of all telephone stations 211 in real-time on the network and may be capable of responding to telephony events to provide traditional telephone service. This may include the control and generation of the conventional signaling tones such as dial tones, busy tones, ring back tones, as well as the connection and termination of media streams between telephones on the local network. Further, the PBX control software may use a multi-port module 223 and PCs to implement standard PBX functions such as the initiation and termination of telephone calls, either across the network or to outside trunk lines, the ability to put calls on hold, to transfer, park and pick up calls, to conference multiple callers, and to provide caller ID information. Telephony applications such as voice mail and auto attendant may be implemented by application software using the PBX as a network telephony services provider.
Referring to
The control processor 221 may include buffer storage and control logic to convert media streams from one format to another, if necessary, between the trunk interface 217 and local network. The trunk interface 217 provides interconnection with the trunk circuits of the PSTN 203. The local network interface 219 provides conventional software and circuitry to enable the telephony server 207 to access the local network. The buffer RAM and control logic implement efficient transfer of media streams between the trunk interface 217, the telephony server 207, the digital signal processor 225, and the local network interface 219.
The trunk interface 217 utilizes conventional telephony trunk transmission supervision and signaling protocols required to interface with the outside trunk circuits from the PSTN 203. The trunk lines carry various types of telephony signals such as transmission supervision and signaling, audio, fax, or modem data to provide plain old telephone service (POTS). In addition, the trunk lines may carry other communication formats such T1, ISDN or fiber service to provide telephony or multimedia data images, video, text or audio.
The control processor 221 may manage real-time telephony event handling pertaining to the telephone trunk line interfaces, including managing the efficient use of digital signal processor resources for the detection of caller ID, DTMF, call progress and other conventional forms of signaling found on trunk lines. The control processor 221 also may manage the generation of telephony tones for dialing and other purposes, and controls the connection state, impedance matching, and echo cancellation of individual trunk line interfaces on the multi-port PSTN module 223.
Preferably, conventional PBX signaling is utilized between trunk and station, or station and station, such that data is translated into network messages that convey information relating to real-time telephony events on the network, or instructions to the network adapters of the stations to generate the appropriate signals and behavior to support normal voice communication, or instructions to connect voice media streams using standard connections and signaling protocols. Network messages are sent from the control processor 221 to the telephony server 207 to notify the PBX software in the telephony server 207 of real-time telephony events on the attached trunk lines. Network messages are received from the PBX Switch 205 to implement telephone call supervision and may control the set-up and elimination of media streams for voice transmission.
The local network interface 219 may include conventional circuitry to interface with the local network. The specific circuitry may be dependent on the signal protocol utilized in the local network. The local network may be a local area network (LAN) utilizing IP telephony. IP telephony integrates audio and video stream control with legacy telephony functions and may be supported through the H.323 protocol. H.323 is an International Telecommunication Union-Telecommunications protocol used to provide voice and video services over data networks. H.323 permits users to make point-to-point audio and video phone calls over a local area network. IP telephony systems can be integrated with the public telephone system through a local network interface 219, such as an IP/PBX-PSTN gateway, thereby allowing a user to place telephone calls from an enabled computer. For example, a call from an IP telephony client to a conventional telephone would be routed on the LAN to the IP/PBX-PSTN gateway. The IP/PBX-PSTN gateway translates H.323 protocol to conventional telephone protocol and routes the call over the conventional telephone network to its destination. Conversely, an incoming call from the PSTN 203 is routed to the IP/PBX-PSTN gateway and translates the conventional telephone protocol to H.323 protocol.
As noted above, PBX trunk control messages are transmitted from the telephony server 207 to the control processor 221 of the multi-port PSTN. In contrast, network messages containing media streams of digital representations of real-time voice are transmitted between the trunk interface 217 and local network interface 219 using the digital signal processor 225. The digital signal processor 225 may include buffer storage and control logic. Preferably, the buffer storage and control logic implement a first-in-first-out (FIFO) data buffering scheme for transmitting digital representations of voice audio between the local network to the trunk interface 217. It is noted that the digital signal processor 225 may be integrated with the control processor 221 on a single microprocessor.
The digital signal processor 225 may include a coder/decoder (CODEC) connected to the control processor 221. The CODEC may be a type TCM29c13 integrated circuit made by Texas Instruments, Inc. For example, the digital signal processor 225 may receive an analog or digital voice signal from a station within the network or from the trunk lines of the PSTN 203. The CODEC converts the analog voice signal into in a digital from, such as digital data packets. It should be noted that the CODEC is not used when connection is made to digital lines and devices. From the CODEC, the digital data is transmitted to the digital signal processor 225 where telephone functions take place. The digital data is then passed to the control processor 221 which accumulates the data bytes from the digital signal processor 225. It is preferred that the data bytes are stored in a first-in-first-out (FIFO) memory buffer until there is sufficient data for one data packet to be sent according to the particular network protocol of the local network. The specific number of bytes transmitted per data packet depends on network latency requirements as selected by one of ordinary skill in the art. Once a data packet is created, the data packet is sent to the appropriate destination on the local network through the local network interface 219. Among other information, the data packet may contain a source address, a destination address, and audio data. The source address identifies the location the audio data originated from and the destination address identifies the location the audio data is to be sent.
The system may enable bi-directional communication by implementing a return path allowing data from the local network, through the local network interface 219, to be sent to the PSTN 203 through the multi-line PSTN trunk interface 217. Data streams from the local network are received by the local network interface 219 and translated from the protocol utilized on the local network to the protocol utilized on the PSTN 203. The conversion of data may be performed as the inverse operation of the conversion described above relating to the IP/PBX-PSTN gateway. The data stream may be restored in appropriate form suitable for transmission through to either a connected telephone 211, 215 or an interface trunk 217 of the PSTN module 223, or a digital interface such as a T1 line or ISDN. In addition, digital data may be converted to analog data for transmission over the PSTN 203.
Generally, the PBX switch of the present invention may be implemented with hardware or virtually. A hardware PBX has equipment located local to the user of the PBX system. The PBX switch 205 utilized may be a standard PBX manufactured by Avaya, Siemens AG, NEC, Nortel, Toshiba, Fujitsu, Vodavi, Mitel, Ericsson, Panasonic, or InterTel. In contrast, a virtual PBX has equipment located at a central telephone service provider and delivers the PBX as a service over the PSTN 203.
Turning again to
Generally, hardware architecture may be the same as that discussed above and shown in
As noted above, the recording server 209 incorporates recording software for recording and separating a signal based on the source address and/or destination address of the signal. The method utilized by the recording server 209 depends on the communication protocol utilized on the communication lines to which the recording server 209 is coupled. In the communication system contemplated by the present invention, the signal carrying audio data of a communication between at least two users may be an analog signal or a digital signal in the form of a network message. In one embodiment, the signal is an audio data transmitted according to a signaling protocol, for example the H.323 protocol described above.
An example of a communication between an outside caller and a call center agent utilizing the present system 200 is illustrated in
Similar to the process described above, when the call center agent speaks, their voice is digitized (if needed) and converted into digital data packet 235 according to the communication protocol utilized on the local network. The data packet 235 comprises a source address identifying the address of the call center agent, a destination address identifying the address of the outside caller, and second constituent audio data comprising at least a portion of the call center agent's voice. The data packet 235 is received by the local network interface 219 and translated from the communication protocol utilized on the local network to the communication protocol utilized on the PSTN 203. The conversion of data can be performed as described above. The data packet 235 is restored in appropriate form suitable for transmission through to either a connected telephone 211 (illustrated in
The recording server 209 (as shown in
The recording server 209 may comprise recording software to record the communication session between the outside caller and the call center agent in a single data file in a stereo format. Now referring to
Upon receiving the data packet 235, the recording server 209 determines whether to record the audio data contained in the data packet 235 in either the first audio track 237 or the second audio track 239 of the first data file 241 as determined by the source address, destination address, and/or the audio data contained within the received data packet 235. Alternatively, two first data files can be created, wherein the first audio track is recorded to the one of the first data file and the second audio track is recorded to the second first data file. In one embodiment, if the data packet 235 comprises a source address identifying the address of the outside caller, a destination address identifying the address of the call center agent, and first constituent audio data, the first constituent audio data is recorded on the first audio track 237 of the first data file 241. Similarly, if the data packet 235 comprises a source address identifying the address of the call center agent, a destination address identifying the address of the outside caller, and second constituent audio data, the second constituent audio data is recorded on the second audio track 239 of the first data file 241. It should be noted the first and second constituent audio data can be a digital or analog audio waveform or a textual translation of the digital or analog waveform. The recording process may be repeated until the communication link between the outside caller and call center agent is terminated.
As noted above, the recording server 209 may be connected to the trunk lines of the PSTN 203 as seen in
As shown in
Further, as illustrated in
It is known in the art that “cradle-to-grave” recording may be used to record all information related to a particular telephone call from the time the call enters the contact center to the later of: the caller hanging up or the agent completing the transaction. All of the interactions during the call are recorded, including interaction with an IVR system, time spent on hold, data keyed through the caller's key pad, communications with the agent, and screens displayed by the agent at his/her station during the transaction.
As shown in
Even with conventional audio mining technology, application of analysis models directly to an audio file can be very difficult. In particular, disparities in dialect, phonemes, accents and inflections can impede or render burdensome accurate identification of words. And while it is contemplated by the present invention that mining and analysis in accordance with the present invention can be applied directly to voice data configured in audio format, in a preferred embodiment of the present invention, the voice data to be mined and analyzed is first translated into a text file. It will be understood by those of skill that the translation of audio to text and subsequent data mining may be accomplished by systems known in the art. For example, the method of the present invention may employ software such as that sold under the brand name Audio Mining SDK by Scansoft, Inc., or any other audio mining software suitable for such applications. As shown in
Upon classification of the customer and CSR communication objects, segments of like objects may be formed. For example, communications objects may be combined to form segments related to call setup, information exchange, non-interaction, conversation, or positive comment.
According to an exemplary embodiment, the time to identify and verify a customer (i.e., setup time) may be determined by examining customer communications segments classified as setup. Each of these typed setup segments may have an associated time duration associated with them. The total setup time may thus be determined by summing the times for the setup segments for a telephonic communication. This may then be used to determine a percentage of the setup time of the total time of the telephonic communication. As illustrated in
According to an exemplary embodiment, the typed (i.e., classified) communications segments may be used to identify negotiations between a CSR and a customer. For example, business-related objects and segments may be analyzed for sales and/or collections situations where negotiations may take place. For example, as illustrated in
According to a one embodiment of the present invention, a psychological behavioral model may also be used to analyze the voice data, and may be, for example, the Process Communication Model (“PCM”) developed by Dr. Taibi Kahler. PCM is a psychological behavioral analytic tool which presupposes that all people fall primarily into one of six basic personality types: Reactor, Workaholic, Persister, Dreamer, Rebel and Promoter. Although each person is one of these six types, all people have parts of all six types within them arranged like a six-tier configuration. Each of the six types learns differently, is motivated differently, communicates differently, and has a different sequence of negative behaviors they engage in when they are in distress. Importantly, according to PCM, each personality type of PCM responds positively or negatively to communications that include tones or messages commonly associated with another of the PCM personality types. Thus, an understanding of a communicant's PCM personality type offers guidance as to an appropriate responsive tone or message or wording.
According to the PCM Model the following behavioral characteristics are associated with the respective personality types. Reactors: compassionate, sensitive, and warm; great “people skills” and enjoy working with groups of people. Workaholics: responsible, logical, and organized. Persisters: conscientious, dedicated, and observant; tend to follow the rules and expect others to follow them. Dreamers: reflective, imaginative, and calm. Rebels: creative, spontaneous, and playful. Promoters: resourceful, adaptable, and charming.
These behavioral characteristics may be categorized by words, tones, gestures, postures and facial expressions, and can be observed objectively with significantly high interjudge reliability.
Significant words may be mined within one or both of the separated first and second constituent voice data, and applies PCM to the identified words. For example, the following behavioral signifiers (i.e., words) may be associated with the corresponding behavioral type in the PCM Model TYPE BEHAVIORAL SIGNIFIERS: Reactors—Emotional Words; Workaholics—Thought Words; Persisters—Opinion Words; Dreamers—Reflection Words; Rebels—Reaction Words; Promoters—Action Words.
When a behavioral signifier is identified within the voice data, the identified behavioral signifier is executed against a system database which maintains all of the data related to the psychological behavioral model. Based on the behavioral signifiers identified in the analyzed voice data, a predetermined algorithm is used to decipher a linguistic pattern that corresponds to one or more of the PCM personality types. More specifically, the method mines for linguistic indicators (words and phrases) that reveal the underlying personality characteristics of the speaker during periods of distress. Non-linguistic indicators may also be identified to augment or confirm the selection of a style for each segment of speech. Looking at all the speech segments in conjunction with personality information the software determines an order of personality components for the caller by weighing a number of factors such as timing, position, quantity and interaction between the parties in the dialog.
The resultant behavioral assessment data is stored in a database so that it may subsequently be used to comparatively analyze against behavioral assessment data derived from analysis of the other of the first and second constituent voice data. The software considers the speech segment patterns of all parties in the dialog as a whole to refine the behavioral and distress assessment data of each party, making sure that the final distress and behavioral results are consistent with patterns that occur in human interaction. Alternatively, the raw behavioral assessment data derived from the analysis of the single voice data may be used to evaluate qualities of a single communicant (e.g., the customer or agent behavioral type, etc.). The results generated by analyzing voice data through application of a psychological behavioral model to one or both of the first and second constituent voice data can be graphically illustrated as discussed in further detail below.
It should be noted that, although one preferred embodiment of the present invention uses PCM as a linguistic-based psychological behavioral model, it is contemplated that any known linguistic-based psychological behavioral model be employed without departing from the present invention. It is also contemplated that more than one linguistic-based psychological behavioral model be used to analyze one or both of the first and second constituent voice data.
In addition to the behavioral assessment of voice data, the method of the present invention may also employ distress analysis to voice data. Linguistic-based distress analysis is preferably conducted on both the textual translation of the voice data and the audio file containing voice data. Accordingly, linguistic-based analytic tools as well as non-linguistic analytic tools may be applied to the audio file. For example, one of skill in the art may apply spectral analysis to the audio file voice data while applying a word spotting analytical tool to the text file. Linguistic-based word spotting analysis and algorithms for identifying distress can be applied to the textual translation of the communication. Preferably, the resultant distress data is stored in a database for subsequent analysis of the communication.
While the specific embodiments have been illustrated and described, numerous modifications come to mind without significantly departing from the spirit of the invention and the scope of protection is only limited by the scope of the accompanying Claims.
Conway, Kelly, Gustafson, David, Brown, Douglas, Danson, Christopher, Warford, Roger
| Patent | Priority | Assignee | Title |
| 10276153, | Jan 30 2015 | Mattersight Corporation | Online chat communication analysis via mono-recording system and methods |
| 10642889, | Feb 20 2017 | GONG IO LTD | Unsupervised automated topic detection, segmentation and labeling of conversations |
| 11138978, | Jul 24 2019 | International Business Machines Corporation | Topic mining based on interactionally defined activity sequences |
| 11276407, | Apr 17 2018 | GONG IO LTD | Metadata-based diarization of teleconferences |
| 9300801, | Jan 30 2015 | Mattersight Corporation | Personality analysis of mono-recording system and methods |
| 9538008, | Jan 30 2015 | Mattersight Corporation | Distress analysis of mono-recording system and methods |
| 9699409, | Feb 17 2016 | GONG IO LTD | Recording web conferences |
| 9730085, | Jun 30 2014 | AT&T Intellectual Property I, L.P. | Method and apparatus for managing wireless probe devices |
| 9842590, | Jan 30 2015 | Mattersight Corporation | Face-to-face communication analysis via mono-recording system and methods |
| Patent | Priority | Assignee | Title |
| 5854832, | Jun 26 1995 | Wilmington Trust, National Association, as Administrative Agent | Monitoring system and method used in automatic call distributor for timing incoming telephone calls |
| 6522742, | Aug 30 1999 | Cisco Technology, Inc | System and method for normalizing private exchange output |
| 6600821, | Oct 26 1999 | Wilmington Trust, National Association, as Administrative Agent | System and method for automatically detecting problematic calls |
| 6721416, | Dec 29 1999 | International Business Machines Corporation | Call centre agent automated assistance |
| 6804346, | Jul 13 1999 | Genesys Telecommunications Laboratories, Inc | Staged predictive dialing system |
| 7043008, | Dec 20 2001 | Cisco Technology, Inc. | Selective conversation recording using speech heuristics |
| 7151826, | Sep 27 2002 | Wilmington Trust, National Association, as Administrative Agent | Third party coaching for agents in a communication system |
| 7386467, | Aug 28 2001 | ALVARIA CAYMAN CX | Apparatus and method of maintaining and improving agent performance |
| 7716048, | Jan 25 2006 | Daimler AG | Method and apparatus for segmentation of audio interactions |
| 7953219, | Jul 19 2001 | NICE LTD | Method apparatus and system for capturing and analyzing interaction based content |
| 8284905, | Jun 30 2008 | Symantec Corporation | Method and apparatus for monitoring conversations to control telecommunications |
| 20020087385, | |||
| 20030144900, | |||
| 20040101127, | |||
| 20050069119, | |||
| 20070036323, | |||
| 20070274464, | |||
| 20080201199, | |||
| 20090150225, | |||
| 20090295088, | |||
| 20100185566, | |||
| 20110206198, |
| Executed on | Assignor | Assignee | Conveyance | Frame | Reel | Doc |
| Sep 29 2008 | Mattersight Corporation | (assignment on the face of the patent) | / | |||
| Oct 15 2008 | GUSTAFSON, DAVID | eLoyalty Corporation | ASSIGNMENT OF ASSIGNORS INTEREST SEE DOCUMENT FOR DETAILS | 028996 | /0328 | |
| Oct 17 2008 | DANSON, CHRISTOPHER | eLoyalty Corporation | ASSIGNMENT OF ASSIGNORS INTEREST SEE DOCUMENT FOR DETAILS | 028996 | /0328 | |
| Oct 17 2008 | BROWN, DOUGLAS | eLoyalty Corporation | ASSIGNMENT OF ASSIGNORS INTEREST SEE DOCUMENT FOR DETAILS | 028996 | /0328 | |
| Oct 22 2008 | WARFORD, ROGER | eLoyalty Corporation | ASSIGNMENT OF ASSIGNORS INTEREST SEE DOCUMENT FOR DETAILS | 028996 | /0328 | |
| Nov 03 2008 | CONWAY, KELLY | eLoyalty Corporation | ASSIGNMENT OF ASSIGNORS INTEREST SEE DOCUMENT FOR DETAILS | 028996 | /0328 | |
| May 31 2011 | eLoyalty Corporation | Mattersight Corporation | CHANGE OF NAME SEE DOCUMENT FOR DETAILS | 026381 | /0985 | |
| Aug 01 2016 | Mattersight Corporation | HERCULES CAPITAL, INC | INTELLECTUAL PROPERTY SECURITY AGREEMENT | 039646 | /0013 | |
| Jun 29 2017 | Mattersight Corporation | THE PRIVATEBANK AND TRUST COMPANY | SECURITY INTEREST SEE DOCUMENT FOR DETAILS | 043200 | /0001 | |
| Jun 29 2017 | HERCULES CAPITAL, INC | Mattersight Corporation | RELEASE BY SECURED PARTY SEE DOCUMENT FOR DETAILS | 043215 | /0973 |
| Date | Maintenance Fee Events |
| Apr 25 2017 | M2551: Payment of Maintenance Fee, 4th Yr, Small Entity. |
| Jan 28 2021 | BIG: Entity status set to Undiscounted (note the period is included in the code). |
| Jun 09 2021 | M1552: Payment of Maintenance Fee, 8th Year, Large Entity. |
| Date | Maintenance Schedule |
| Dec 17 2016 | 4 years fee payment window open |
| Jun 17 2017 | 6 months grace period start (w surcharge) |
| Dec 17 2017 | patent expiry (for year 4) |
| Dec 17 2019 | 2 years to revive unintentionally abandoned end. (for year 4) |
| Dec 17 2020 | 8 years fee payment window open |
| Jun 17 2021 | 6 months grace period start (w surcharge) |
| Dec 17 2021 | patent expiry (for year 8) |
| Dec 17 2023 | 2 years to revive unintentionally abandoned end. (for year 8) |
| Dec 17 2024 | 12 years fee payment window open |
| Jun 17 2025 | 6 months grace period start (w surcharge) |
| Dec 17 2025 | patent expiry (for year 12) |
| Dec 17 2027 | 2 years to revive unintentionally abandoned end. (for year 12) |